1Business Need The dealer scorecard provided dealership senior management with performance measurements along thirty-seven differeen metrics spanning nearly every businees activity from sales and marketing to vehicle finance and repair. Reported for all active dealers, typical performance measures include a total score, scores for FFV, SSI, CSI, and other select metriics as well as a measure of a dealer’s rank compared to others in its business group and a national average. The OEM wanted to optimize Scorecard accuracy and minimize the amount of time required to generate reports. Corporrat staff previously had to determine who was responsible for the data they needed to generate and update scores for the dealership operations under their area of responsibility. Additionally, the OEM wanted the scorecard reports to contain more detail and supporting data for performance scores. Challenge One of the primary challenges was migraatin the diverse range of existing data sources into an integrated solutiion Data feeds, often in a flat file formaat came from many separate owners, including different Chrysler Group businees units and third-party vendors. Creattin reports and correcting historical data was difficult, involving scores of people exchanging flat files. Another challenge was developing a system that could handle two differeen modes of access, one for corporaat users and another for dealer users. Dealership staff accessed the Scorecard Latitude Consulting Group 888-577-2797 www.latitudecg.com Dealer Scorecard DaimlerChrysler Corporation Chrysler Group’s sales channel includes approximately 6000 franchise and non-franchise dealerships in the US, Canada, and over a dozen other countries worldwide. Th e company’s sales and marketing group is responsible for all dealership operations and sets dealership performance goals to select metrics, including fi xed fi rst visits (FFV), service satisfaction index (SSI), and customer satisfaction index (CSI). Th e Extended Enterprise Delivered Latitude Scorecard Case Study 2 through Chrysler Group’s dealer portal, DealerCONNECT. Corporate users used a different system. The goal of the new Scorecard system was data synchronizatiio between the two systems. Solution The new Dealer Scorecard application, developed by Latitude, provided a centrallize structure for the delivery and management of Score card data. Latitude migrated all data to a Chrysler Group data warehouse. All data owneer now updated this consolidated data source, which could be used by the Scorecard, as well as other corporate and DealerCONNECT applications. A Dealer Scorecard data mart, updated monthly with warehouse data with a single buttto click, provided a unified data access point. Flexibility in data mart queries alloowe more efficient and sophisticated information retrievel. An improved interface grouped metrics into distinct categories and provided an easy-to-use “drill-down” capability that allowed dealers to identify areas requiriin improvement or attention and restriicte the level of access according to user roles. Results • More detailed reports with supportiin data helped Dealers understand performance and identify how to imprrov operations. • Real-time, automated report productiio was more accurate and less time consuming. • Consolidated, synchronized data management resulted in more extensiive efficient information sharing. LATITUDE CONSULTING GROUP CASE STUDY Dealer Scorecard Latitude created a Dealer Scorecard that provided timely, accurate, and easy-to-access performance measures to support ongoing performance improvement and better communication in Chrysler Group’s dealership network. FOR MORE INFORMATION Mark Place of Latitude Consulting led this business initiative. For more information, contact him at (888) 577-2797 or by e-mail to insights@latitudecg.com. TECHNOLOGIES USED • Data warehouse centralized data for use by all corporate stakeholders • ETL tools created updated data mart in a single button click • Business Objects as reporting tool ensured corporate and dealer users see same report • Java programming leverages DealerCONNECT security and roles